Product Support Lead, eCommerce

Location: Bellevue, Washington, United States; hybrid work environment

Salary: $95,000–$127,000 per year for new hires; full range $95,000–$172,000 per year

Company

hirify.global manages the hirify.global brand outside Asia, including licensing, marketing, trading cards, animated entertainment, home entertainment, and official digital properties.

What you will do

• Serve as the highest-level escalation point for support teams across eCommerce platforms, fulfillment operations, and customer journeys.
• Lead support readiness for product launches, new features, and regional expansions, including risk identification, incident forecasting, readiness planning, and support content strategy.
• Develop troubleshooting procedures and optimize support processes for customer service teams.
• Lead investigations into complex customer-impacting issues, identify root causes, and implement long-term solutions with cross-functional partners.
• Analyze customer trends, operational risks, and support challenges to improve customer experience and reduce support contacts.
• Provide operational insights and recommendations to Customer Service leadership and eCommerce stakeholders while mentoring team members and managing partner relationships.

Requirements

• Five to seven years of experience in consumer software support, product support, product operations, or eCommerce.
• Experience leading support planning and readiness for consumer products, launches, or business initiatives.
• Expertise in customer experience improvement, operational excellence, support process design, and complex issue resolution.
• Strong analytical, communication, documentation, presentation, and stakeholder-influence skills.
• Experience with knowledge management, project management, analytics, and issue-tracking tools such as Zendesk, Jira, TFS, Project, Confluence, SharePoint, or Workfront.
• Must be able to work rare non-standard shifts, including evenings, overnight hours, holidays, and weekends.

Culture & Benefits

• Impact-driven culture focused on meaningful outcomes, curiosity, integrity, quality, collaboration, and customer experience.
• Company events celebrating the hirify.global community and brand.
• 100% employer-paid healthcare premiums, paid family leave, life insurance, and income protection insurance.
• 401(k) employer matching for US employees; pension contributions for UK, Ireland, and Mexico employees.
• Fitness reimbursement, commuter benefits, LinkedIn Learning, and a comprehensive relocation package for certain roles.